Fulfillment Associate

The Fulfillment Associate for Wolters Kluwer’s CT has primary responsibility for providing superior customer service by analyzing customers’ needs, resolving, or delegating items, following them through to completion, and communicating progress to customers and internal teams. The Fulfillment Associate reviews document, research work, and summarization. This is an entry-level position, with the expectation of supervision for the first 6+ months. Fulfillment Associate activities include research work, summarization, and basic US legal terminologies, fielding incoming questions; reviewing and fulfilling incoming requests; contributing to customer satisfaction and organizational success; participating in process improvement initiatives, and representing Wolters Kluwer within the industry and territory.

Essential

**Responsibilities**:

- Research work, summarization, and basic US legal terminologies fielding incoming questions; reviewing and fulfilling incoming requests; contributing to customer satisfaction and organizational success by attending appropriate training courses; completing all self-study reading, exercises, and activities in the prescribed timeline; engaging in one-on-one training with Manager; engaging in supervised processing (approximately 6+ months); accepting critical feedback and implementing suggestions; studying the information provided by product management and marketing on an ongoing basis in a timely manner; researching and learning how the products fit into customers’ processes and contribute to their business performance; reviewing competitor information to be able to compare and contrast them with CT products; developing an understanding of filing rules and regulations, and engaging in training to utilize internal systems and tools (e.g., CT Insight, CT Advantage, Knowledge Express, Doc Central and Sales Force).
- Fields incoming questions or issues regarding products and services the organization provides by responding to incoming internal and external customer requests; gaining a full understanding of customers’ requests; providing comprehensive answers to questions pertaining to products, services, and jurisdictional filing requirements; engaging corporate resources as appropriate to ensure client issues and concerns are resolved (e.g., team leader, service teams); accurately documenting information into systems; capturing common issues to reduce recurring issues and inquiries, and meeting established standards for quality.
- Reviews and fulfills incoming requests by entering and tracking information as it is input into the system; ensuring all entries meet accuracy standards; following customer preferences on deliverables; and maintaining documentation in accordance with timing and accuracy standards.
- Contributes to customer satisfaction and organizational success by working collaboratively and directly with internal and external customers and resources to deliver solutions that exceed customer expectations and minimize customer impacts; managing client expectations on the timing, delivery and scope; and providing feedback on the effectiveness and soundness of policies and procedures in the corporate operations department.
- Participates in department-wide process improvement programs and process best practices by engaging in strategies for process improvement to meet organizational performance plans; and ensuring all activities meet or exceed organizational requirements.
- Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry trends and general business and financial acumen through various sources and initiatives; communicating in a professional, compelling, and articulate manner of speech, writing and formal presentation; behaving in ways that demonstrate corporate core values and culture; developing professional and positive relationships with customers and colleagues; and maintaining a reputation of competence, integrity and professionalism.

OTHER DUTIES

1.Proactively pursues professional development activities (e.g., attending educational workshops, taking training classes).

2.Manages relationships with internal and external resources.

3.Performs other duties as requested by Supervisor.

JOB QUALIFICATIONS

Education

Preferred: Bachelor’s degree in any related discipline (e.g., Commerce, Arts, Communications, Marketing, Public Relations, or related discipline)

Minimum Experience: 1 year of customer service experience, Fresher
- Integrating information from multiple sources quickly and accurately.
- Gathering and analyzing customer needs.
- Utilizing communication skills, including both excellent verbal skills and accurate written communication.
- Working independently with a minimum amount of oversight while still being an integral part of a team.

Preferred Experience (includes minimum): Any customer service experience, including:

- Diffusing potential volatile customer situations.
- Demons